Servicedesk

Danda AB; Lunds kommun; Remote; SEK 420,000 - 520,000; Full time

Job summary

Tetra Pak is seeking a Global Service Desk Consultant to provide remote IT support across Swedish, English and Spanish users. You will handle incidents, requests and problems using ITIL processes, collaborating with a global team while maintaining high end-user satisfaction.

The role emphasizes strong hands-on Microsoft experience (Windows 10/11, O365/Teams, AD) and remote troubleshooting via ServiceNow and other tools. Fluency in Swedish, English and Spanish is required.

Qualifications

• Multilingual IT service desk support experience.
• Strong technical troubleshooting across Microsoft stack.
• Knowledge of IT service management processes.

Responsibilities

• Resolve tickets within SLA and quality targets.
• Provide remote IT support via phone, chat, and tools.
• Operate in a global service desk environment and escalate as needed.
• Contribute to continuous improvement and shift-left initiatives.

Skills

Swedish (native)

English (fluent)

Spanish (fluent)

Windows 10/11

O365/Teams

Active Directory

Azure AD basics

Networking basics

ITSM ServiceNow

Remote support

SAP knowledge

Tools

ServiceNow

Intune/SCCM

VPN

Job description

For Tetra Pak we are searching for a Global Service Desk Consultat (swedish/english/spanish) to Provide IT support for users IT environment remotely via phone/webchat and/or using remote assistance tools.

You will uses the knowledge to improve business processes by analyzing company's needs and implementing solutions. Some of their responsibilities may include: Defining technical architecture, Training team members, Monitoring and testing implemented tools, and Solving complex situations.

Responsibilities:

• Resolve tickets within SLA and quality targets
• Follow ITIL processes (Incident, Request, Problem Management)
• Participate in continuous improvement and shift-left initiatives
• Act as technical support escalation point within GSD
• Ensure high end-user satisfaction and communication

Language Skills (Mandatory):

• Swedish: Excellent spoken and written
• English: Excellent spoken and written
• Spanish: Excellent spoken and written

Technical Skills (Enhanced - More Technical Profile):

• Strong hands-on experience in Microsoft ecosystem (Windows 10/11, O365, Teams, OneDrive, Exchange)
• Experience in Active Directory (user/account management, permissions)
• Knowledge of Azure AD / Entra ID basics
• Understanding of network fundamentals (VPN, DNS, connectivity troubleshooting)
• Experience with ITSM tools (preferably ServiceNow)
• Ability to perform advanced troubleshooting via remote tools
• Basic understanding of endpoint management tools (Intune/SCCM)
• Experience with hardware and device troubleshooting
• SAP Systems knowledge

Support Skills:

• Provide support via phone, chat, and remote tools
• Strong troubleshooting and analytical skills
• Ability to handle technical escalations independently
• Experience working in a global support environment

Personal Skills:

• Strong ownership and accountability
• Ability to work under pressure in high-volume environments
• Structured and organized way of working
• Strong stakeholder communication skills
• Team player with proactive mindset